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COVID-19: How Knowledge Base Management Enables Call Center Continuity

bold360 Blog

Just as service reps are adjusting to the “new normal” of working from home, they’re seeing spikes in call volumes with historically-long wait times, high call abandon rates, higher rates of customer churn, and (predictably) lost revenue. Centralize and Scale Your Knowledge Base.

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“Next!” Top 5 Tips to Reduce Customer Service Wait Time


Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. So how can your team reduce wait times and give your customers the immediate attention they expect? What not to do. What to do.


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“Free”: The True Costs of Knowledge Based Authentication Questions?


At the core of this experience is the process of identification which in turn is based on the very foundational element of Knowledge-Based Authentication questions or KBAs. Pindrop research shows that up to 30% of customers struggle with KBA based identity questions, while more than half of criminals pass them.

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Linking Self-Service to your Knowledge Base

Insite Managed Solutions

This is why it’s important to understand efficiency and gaps within your knowledge management system as customers prefer to service in the most convenient way for their persona. If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options.

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Guest Post: How To Reduce Customer Support Tickets And Enhance CX?


This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. These solutions can focus on knowledge base management system , visual guides, chatbot creation, or visual assistance.

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The 6 Live Chat Support Scripts You Need in Your Internal Knowledge Base to Prep Agents for Any Customer Conversation


Keep them in your internal knowledge base, so when agents feel stuck, they have a reference point to get back on track. And, there’s a chance they show up to the live chat conversation impatient and annoyed with long wait times when they try to call in. One way to up-level your agents’ live chat techniques?

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Guest Post: Customer Service Automation: A Quick Beginner’s Guide


Tools like a knowledge base and chatbot help you provide instant answers to customers and ensure they return to your brand the next time. . That’s one time they wouldn’t like to be sent from one customer support agent to another. Saving time and effort does not necessarily equate to saving money.